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Bilingual Customer Care Specialist Well.ca

3 weeks ago

Guelph, Canada Well.ca Inc Full time

Looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with strong attention to detail? Do you love the satisfaction that comes with correcting an error or solving a problem? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest, and kind atmosphere for customers?

At Well.ca it’s our mission to provide our customers with the best service they have ever had
Well.ca is currently looking for energetic team players to join our growing Customer Care Team as a Bilingual Customer Care Specialist.

This role supports the functions and interactions of the Customer Care team as well as the departmental goals.

**Responsibilities: Customer Communication
- English and French**
- Answer incoming Well.ca customer calls and written correspondence quickly, in a very friendly and genuine manner (in English and French)
- Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls and written correspondence, to ensure customer satisfaction
- Assist customers in correcting post-purchase issues
- Use a variety of software tools to communicate with customers in writing
- Handle confidential customer information in a sensitive and responsible way
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve customer issues
- Contact customers on behalf of other departments as required

**Problem Management - English and French**
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve members issues
- Contact customers/members on behalf of other departments as required
- When needed escalate issues to the Senior team to ensure we are meeting customer/members’ particular needs

**Performance Criteria**
- Reports directly to the respective Shift Supervisor within Customer Care
- Turning first time customers into loyal customers by wowing them with wonderful service
- Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but every department at Well.ca
- Demonstrated ability to maintain /exceed personal and department goals and metrics
- In depth knowledge of core Well.ca products and an on-going desire to stay on top of new additions and product trends
- Demonstrated ability to retain and communicate large amounts of information while easily transitioning between French and English communications
- Excellent ability to self-help and use available resources to support problem solving
- Demonstrates the ability to self-motivate
- Strong ability to work independently and as part of a broader team

**Qualifications**:

- High school diploma required
- 1-3 years’ experience in a similar role
- Proficiency in English and French, both written and oral
- Exceptional written and oral communication skills
- Strong technical skills
- Ability to defuse tense or difficult situations
- Adapts easily to change
- Ability to learn quickly and take initiative
- Ability to retain large sets up information relative to 2 businesses (Be Well, Well.ca)
- Outstanding multitasking and organizational skills
- Ability to solve problems in a quick and well thought out manner
- Working knowledge of Microsoft Excel

**Assets**:

- Fluency in multiple languages
- Post-secondary diploma/degree

This position has an In-office expectation: Minimum.1x/quarterly, or as requested by Management.